Question: Has it ever happened to you that the hotel has wrongly billed you an extra day? How did you get it resolved? I loved the place where we stayed and we, my family, really enjoyed it. I was all praises on facebook. But... this is stressing me.
Hi. No, I have never had this happen, but it would seem to be an easy fix. Hopefully, you did not book this online and mistakenly put in the wrong checkout date. If that was not the case, if you had your res made online, you would have a record of the correct checkout date and a simple call to the hotel would likely clear it up. Let us know what happens.
I've never had them fail to correct a bill for the amount of nights. Usually, the night auditor corrects it. They did refuse to remove an incorrect telephone charge once due to failings in their software, which earned them a 5 year boycott from me.... The phone issue is long gone because things have changed now (but they still owe me that money!). However, a quick call to them should fix your room night issue.
Seems to me that hospitality industry really shot themselves in the foot with phone charges. Back in the 90's when cell use was just becoming ubiquitous, the hospitality industry should have started to rollback their outrageous phone charges in hopes that guests would start using them. But they decided to remain greedy and charge 200% of operated assisted calls and now they are paying the price. I've always loved their excuse for their sky-high charges: the equipment costs a lot to purchase and operate. The same could be said about elevators but they don't exactly charge to use them do they?
Oh YES, I certainly have. I won't mention the property in Southern California but it wasn't the first time I stayed there and like you, I LOVED the property. I didn't have an issue with them correcting it but part of the issue is that I use a Debit Card. However with that said, I have NEVER had an issue at any other property. The main part of the issue is the lack of training and knowledge at this particular property. I was really, really upset when I discovered it because the gentleman that checked me out of the hotel honestly didn't have a clue to what he was doing. I was trying to be patient but I had a long drive and needed to get out of there. He kept telling me that my card wasn't going through. I explained to him that when using a debit card upon arrival they automatically lock down the amount plus tax plus incidentals. They already had my money. He was trying to double charge me rather than just checking me out and releasing the amount to be debited. Was a MESS! Then 3 days letter I saw a pending debit for another $230 dollars where the amount didn't even make sense. Very long story short, I talked to the manager and he corrected the issue and did a little extra for me which I really appreciated. Unfortunately, I haven't stayed there since. Please try to speak to the actual hotel manager. They should be able to look up your stay and see what days you were actually there and what you were charged. Not sure why you are having an issue. Take it higher if you have to. Good Luck!
Marriott properties present you with a bill on check-out. I've actually always received mine slipped under the door the morning I'm due to leave. IF I planned on leaving earlier than my reservation, all I needed to do was notify the front desk and check-out by a certain time. As a Rewards Member, most properties, regardless of your Status, will let you check out later than the posted time (within reason). If speaking with the Front Desk staff doesn't get that extra day credited back to you, then speaking with the Manager should. I have NEVER had to call the MAIN Marriott customer service number, but that is the next step you would take. I have had OTHER hotels overcharge, but with Marriott's system, it has never been a problem for me, personally. However, as stated above, Front Desk, Manager, then Main Customer Service number, in that order until you get it resolved. Trust me, unless it happened too long ago to be considered a reasonable request for a refund, or at least a credit, Marriott WILL take care of you!